Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

S PAUL JOHNSON

Bengaluru

Summary

Results-driven Senior Quality Analyst at Concentrix with expertise in quality assurance and root cause analysis. Successfully enhanced compliance through comprehensive audits and policy drafting, while fostering team collaboration. Proven track record in trend analysis and user safety monitoring, leading to significant improvements in performance and site quality.

Overview

4
4
years of professional experience

Work History

Senior Quality Analyst

Concentric
Bangalore
09.2024 - Current
  • Conducted regular quality audits to ensure compliance with established standards.
  • Performed root cause analysis on defects and recommended corrective actions.
  • Delivered comprehensive audit reports detailing insights to address performance gaps.
  • Facilitated team huddles to discuss feedback, challenges, and performance metrics.
  • Monitored customer feedback to identify and resolve recurring issues promptly.
  • Conducted one-on-one feedback sessions, leading to improved individual quality scores.
  • Drafted enhanced quality evaluation policies, establishing zero tolerance for critical parameters.

Trust and Safety Analyst

Concentric
Bangalore
09.2021 - 09.2024
  • Increased platform safety by identifying trends in harmful content.
  • Enhanced user experience by monitoring and removing inappropriate materials.
  • Maintained high accuracy in flagging prohibited content, improving site quality.
  • Strengthened team efficiency by training new moderators on best practices.
  • Proactively identified policy update areas, reducing inconsistencies in moderation decisions.

Education

B.com (industry Integrated) - Accounting And Finance

Reva University
Bangalore
09-2021

Skills

  • Quality assurance
  • Root cause analysis
  • Quality auditing
  • Policy drafting
  • Trend analysis
  • User safety monitoring

Accomplishments

    • A three-year consecutive 5-star rating achiever

    • Consistent track record of high quality and productivity

    • Worked on client-initiated projects

    • Developed and enhanced policies and workflows, streamlining processes to improve efficiency, reduce errors, and ensure compliance with organizational standards

Timeline

Senior Quality Analyst

Concentric
09.2024 - Current

Trust and Safety Analyst

Concentric
09.2021 - 09.2024

B.com (industry Integrated) - Accounting And Finance

Reva University

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S PAUL JOHNSON